Fonolo

NOVEMBER 17, 2020

The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints. Call Center Trends 2015. of interactions.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Beyond Philosophy

SEPTEMBER 22, 2015

They also created a survey on their website that allows Customers to submit feedback any time of day—without even the five-minute wait of the Call Center. If you enjoyed this post, you might be interested in the following blogs: Philosophies To Improve Your Customer Experience in 2015. Why Most Customer Experience Programs Fail.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. This feedback can be used to identify areas for improvement and track your progress over time.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. I sincerely hope you've enjoyed following along as much as we've enjoyed writing for you.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Fonolo

OCTOBER 18, 2017

Methodology: CCW Digital surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals in February and March 2017. 74% of those surveyed directly influence their organizations’ customer experience budgets, while 37% either sit-in or directly report to the C-suite. Where to get it: [link].

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 98

SaaS B2B Feedback Enterprise 98

Global Response

OCTOBER 2, 2023

Handling Online Reviews and Feedback Managing online reviews is another essential part of ORM, and one that call centers can help with as well. Collecting and Analyzing Customer Feedback for Improvement Aside from the crises, all feedback—positive or negative—is an opportunity to improve your company.

Call Center 62

Call Center Management Airlines outsourcing 62

ProProfs Blog

APRIL 30, 2020

In his 2015 Ted Talk, Bill Gates explained, “The next big thing most likely to kill 10 million people will not be a war but a virus.” Survey Maker. The survey maker tool allows us to create forms to capture the personal information of every applicant, thereby, helping us in our attempt to be a paper-free organization.

Surveys 152

Surveys Healthcare Employee engagement Personalization 152

ProProfs Blog

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Surveys 97

Surveys Metrics Feedback Marketing 97

Aspect

OCTOBER 15, 2020

The modern smartwatch as we know it burst onto the scene with the A pple watch in 2015 and has exploded in sales, popularity and functionality over the last five years. Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. They’re Part Detective .

call center workforce 62

call center workforce Morale Surveys Call Center 62

Fonolo

MARCH 22, 2022

Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Balto

JUNE 3, 2022

Social events are one of the easiest ways to give agents a sense of community at work, but the number of contact centers that host social activities has fallen by more than 25% since 2015. Take Engagement Surveys Seriously. Over 67% of contact centers measure engagement through periodic agent feedback surveys.

Gamification 52

Gamification Scripts Contact Center Surveys 52

Lumoa

NOVEMBER 29, 2021

Companies receive real-time feedback in massive volumes if they only start listening to their customers. Most organizations, that receive large amounts of customer feedback data, can buy text analytics solutions that help in making sense of the data and transform the chaotic customer voice data into structured info. Ask your customers!

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

CSM Magazine

JULY 29, 2021

It was recognized by the Entrepreneurs magazine as one of the ‘100 brilliant companies’ of 2015 and crowned as one of the world’s ’50 smartest companies’ of 2014 by MIT Technology Review. Their goal is to help their clients understand and prioritize customer feedback.

Real estate 98

Real estate Engineering Consulting Consulting 98

Hello Customer

MAY 17, 2020

Hello Customer, the SaaS company that offers the most complete feedback insights platform, automating capturing, analysing and reporting on feedback and customer data, continues its strong growth. Especially during these times, feedback will be crucial. Leslie Cottenjé: “Our main focus is obviously continued growth.

SaaS 52

SaaS B2B Feedback Enterprise 52

GetFeedback

JULY 11, 2018

Much of this can be attributed to the passive approach that businesses take towards customer feedback, where they expect disengaged customers to contact them with complaints or feedback they’d like to share. Unfortunately, many companies don’t realize they’ve lost touch with customers until it’s too late.

CRM 83

CRM Feedback Customer centricity Surveys 83

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. Customer feedback doesn’t make it back to your company. They finally found a good fit, right?

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Talkdesk

FEBRUARY 22, 2018

One of the big conclusions from Deloitte’s 2017 global contact center survey was that contact centers would see a shift in their primary function. To quote the survey: “Only three percent of companies responding consider revenue growth to be the primary driver for their contact center. The takeaway is from this report is twofold.

Customer Experience 40

Customer Experience Contact Center Surveys Feedback 40

Influitive

MARCH 16, 2018

According to a 2015 Capterra survey, software companies with online reviews get 22% more traffic to their website and 79% more leads compared with vendors without reviews. Not only that, but 88% of people trust these reviews as much as they trust the opinions of their own family and friends. These are two of many.

Customer advocacy 61

Customer advocacy Surveys B2B Marketing 61

NICE inContact

JULY 25, 2019

According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. 2) Ask for Feedback. The ability for agents to give feedback and communicate how they feel is a way to engage them that doesn’t require a promotion or raise.

Call Center 56

Call Center Gamification Coaching Surveys 56

Fonolo

SEPTEMBER 19, 2017

To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Methodology: “[we]… surveyed over 100 customer service leaders. It then compared these findings with a survey of businesses to identify gaps in the two modes of thinking.”. in 2015 to 4.5% Who wrote it: The Incite Group.

Call Center 89

Call Center Contact Center B2C Benchmark 89

Stratifyd

OCTOBER 16, 2018

Stratifyd was built around the customer feedback loop to enable enterprise companies to transform human textual data – found in call center platforms, surveys, product reviews, CRM systems, and interactive chat sessions – into immediate actionable insights. About Georgian Partners.

Customer retention 67

Customer retention Analytics SaaS CRM 67

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Using digital surveys is another way to garner valuable feedback. Present a survey on your site or social media channels in exchange for a discount offer or freebie.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

AskNicely

JULY 24, 2017

Your unhappy campers have a potentially significant material cost: in 2015 over 7,500 unsuccessful Virgin Media job applicants cancelled their contracts and went to the competition , resulting in a revenue loss of over $6 million. NPS (Net Promoter Score) is one of the simplest ways of measuring feedback.

Brand ambassadors 60

Brand ambassadors Surveys Feedback Coaching 60

Fonolo

OCTOBER 25, 2017

Be wary of surveys that ask consumers “have you tried…?” Call Center Week’s most recent Customer Experience report surveyed consumers about a wide range of service options and concluded that “Live voice remains customers’ preferred communication channel”. Dimension Data reports that “Phone volumes have dropped by 17% since 2015”.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

C Space

MARCH 12, 2020

Whilst general awareness around the COVID-19 coronavirus outbreak is high, C Space results from survey data collected on 3/8 show that just 36.5% In 2015, the South Korean government came under criticism for withholding information during the MERS-CoV outbreak – including information about where patients had been. Felix Koch.

Government 86

Government Customer centricity Surveys Marketing 86

Balto

OCTOBER 31, 2022

“Coach your agents on how to improve at their jobs, and provide specific feedback where possible. Send a post-onboarding survey to your new agents: Did this program help them in their role? Send a post-onboarding survey to your tenured agent: Did they enjoy mentoring the new hire? CSAT Surveys. CSAT Surveys.

Contact Center 52

Contact Center Surveys Coaching Telecommunications 52

Nicereply

NOVEMBER 21, 2019

. …Once upon a time (in truth it was in 2011) we ran across Nicereply – an interesting tool for getting feedback from our customers developed by a very successful Slovak company Websupport. Another restrictor of more ratings was an inability to integrate feedbacks from a chat software we used back then. The wind of change.

Gamification 75

Gamification Surveys Feedback Customer Support 75

PeopleMetrics

FEBRUARY 11, 2015

They are seeing, hearing and recognizing customers every day through their feedback channels. Then why are so few B2B providers listening to, learning from, and acting on feedback from their prospective clients? Survey Says ''Yes''. Most companies aren''t asking for formal feedback from prospects.

Sales 79

Sales B2B Feedback Surveys 79

Verint

JULY 31, 2017

text, phone, email, local branch visit, online survey) are the foundations for today’s VoC strategy planning. The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Management creates a monthly report on the survey results and shares them with each agent. YoY since 2015).

Surveys 28

Surveys Analytics Healthcare Feedback 28

Eptica

JUNE 11, 2020

No wonder that the UK Customer Satisfaction Index, released in January by the Institute of Customer Service , found that customer satisfaction is at its lowest level since July 2015. This drop in performance has a clear impact on loyalty and profitability and this could be costing UK brands £33 billion a year.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

PeopleMetrics

JUNE 16, 2015

The Survey Says. 7 in 10 say that the company shares customer feedback with employees. However , just 45% say that they are inviting feedback from employees on the customer experience, and 58% say they are actively measuring the employee experience through employee engagement surveys. All Talk, No Action".

Customer centricity 96

Customer centricity Employee engagement Surveys Feedback 96

CX Journey

SEPTEMBER 1, 2015

It appeared on their blog on March 19, 2015. Take a look at major tasks, likely identified as a result of employee feedback (from surveys, suggestions boxes, conversations with managers, stay interviews, exit interviews, etc.), Image courtesy of interestedbystandr I originally wrote today's post for Intradiem.

Journey mapping 89

Journey mapping Employee engagement Feedback Customer centricity 89

SharpenCX

JANUARY 15, 2020

Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And, the airline even asks for CSAT surveys through multiple channels, too. In fact, they have an open CSAT survey on their website. That way, in case you miss the chance to fill out a survey by phone, email, or text, you always have a feedback forum.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90